Learning Salesforce – Part-6

Part-5 can be found from here (Learning Salesforce - Part-5)

E-mail-to-Case

Sales force can automatically create a case when an email is sent to one of your company's support email addresses, such as support@company.com.

Your organization can set up Email-to-Case or On-Demand Email-to-Case to efficiently resolve and correspond with customer inquiries via email.

Case Escalation Rules

What are case escalation rules?

Case escalation rules are used to reassign and optionally notify individuals when a case is not closed within a specified time period.

Why to use case escalation rules?

Common use cases include:

1. Ensuring cases do not go unresolved by support agents (e.g. escalate any unresolved cases to management after 80 working hours).

2. Prioritizing support of important customers (e.g. standard customer cases are escalated after 80 working hours; gold customers are escalated after 16 working hours).

3. Ensuring the customer support is team is meeting is meeting customer service-level agreements (Entitlements and Milestones greatly expand on the Service Cloud’s ability to enforce SLAs, but are not covered in this guide).

Path &Process for Escalation rules:

SetupàCustomizeàCasesà Escalation rules

1. Create a new rule.
2. Click on that rule name to enter rule entries.
3. Just give any criteria.
4. Assign the case to particular user and select a template.(We can also notify the user and record owner)
5. Select the time criteria and an escalation action.

We can monitor Escalation rules in the monitor section.

Note: Whenever a case is escalated we can observe a Red Arrow mark symbol which will tells us that particular case is escalated to some other user.

Validation Rules

It is used for validating the data by preventing users not to enter incorrect data.

For example in mobile number field user has to enter only 10 characters. For that we have to write a validation rule for the length of the mobile number field should be equal to 10 char.

Validation rule will contain,

1. Error condition: here we have to give an error condition like if length of account number not equal to 10 it will fire.

2. Error Message: if error condition is met then automatically a message will populate .That message we have to give in error message section.

3. Error Location: We have to choose the location where that error message should be displayed whenever we entered incorrect data.